Senior Technical Support Engineer — Hybrid, Global Impact

Ingram Micro, Inc.; Philippines; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Ingram Micro is seeking a Professional Technical Support Engineer to join our Unified Support team. You will provide expert-level technical assistance, serving as a trusted advisor to customers, and collaborate with engineering, product, and customer-facing teams to ensure top-notch experiences.

The role covers complex troubleshooting across software, APIs, databases, and infrastructure, with on-call responsibilities and a focus on customer outcomes.

Qualifications

• 4–7+ years in technical support or similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting, cloud services, or networking.
• Proven troubleshooting skills with clear communication under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (Zendesk, Jira) and knowledge bases.
• Excellent verbal and written communication with a customer-first mindset.
• Ability to prioritize requests and manage expectations.
• Eager to learn new technologies and adapt in a fast-paced environment.

Responsibilities

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, coordinate with engineering for fixes.
• Create and maintain internal runbooks and technical documentation.
• Lead incident response or participate in on-call rotations.
• Identify trends and work with Product & Engineering on long-term solutions.
• Log issues and updates accurately in the tracking system.
• Support multiple cloud and hardware solutions and assist resellers.

Skills

Technical support

Troubleshooting

Customer-focused

Communication

English fluency

SaaS platforms

APIs and integrations

Web technologies

Logging and ticketing

On-call readiness

Education

High school diploma or equivalent

Tools

Zendesk

Jira

Confluence

Docker

Kubernetes

Apache

IIS

MySQL

PostgreSQL

DNS/HTTP/HTTPS/FTP protocols

Job description

Ingram Micro is seeking a Professional Technical Support Engineer to join our Unified Support team. You will provide expert-level technical assistance, serving as a trusted advisor to customers, and collaborate with engineering, product, and customer-facing teams to ensure top-notch experiences.

The role covers complex troubleshooting across software, APIs, databases, and infrastructure, with on-call responsibilities and a focus on customer outcomes.